Responsible for processing chargebacks initiated by cardholders, per established procedures, to avoid unwarranted losses. Analyse disputed transactions and different sets of rules and regulations to determine the appropriate response and backup documentation required to defend disputes. This requires a thorough understanding of the Chargeback process, including card scheme regulations. Communicate chargeback/fraud best practices to our customers. Manage numerous deadline specific dispute requirements and meet strict requirements to ensure minimal loss to Tesco Bank and our customers. Review complex/unique situations regarding chargeback and fraud patterns with senior staff in order to make recommendations for the best practice in these situations. Responsible for training new colleagues on the dispute process and supporting them as and when required. Relied upon to stand in for Manager when required.

Outbound Call Centre agent, booking and rescheduling appointments. Selling existing customers further products while providing customers with an excellent service. Helping Manager with delivering Team Briefs and resuming certain responsibilities such as providing team members with feedback on calls when manager was not present/performing other duties.

Outbound Sales Centre agent. Cold Calling previous customers in a win-back campaign, Selling Gas and Electricity packages to customers. Up selling other products, dealing with any problems/queries that customers may have.